Technical customer support (IoT-French speaker)

Monogoto; Palo Alto (CA); On-site; USD 100,000 - 140,000; Full time

Job summary

Monogoto is seeking a technically skilled Customer Success role to onboard and support IoT device deployments, ensuring reliable network connectivity from day one. You will troubleshoot connectivity issues, guide customers through Monogoto APIs, and configure network preferences via the admin portal.

Strong written and verbal English and French are required, with 3–5 years in tech support or IoT. The role includes collaboration with internal teams and occasional video tutorials to aid customers.

Qualifications

• Fluent English and French required (verbal and written).
• 3–5 years of experience in technical support, helpdesk, telecom, or IoT.
• Working knowledge of TCP/IP, DNS, VPN, NAT.
• Experience creating or using APIs/scripts.
• Strong written and verbal communication; able to explain technical concepts to non-technical customers.
• Solid Excel skills.
• Ability to manage time and work independently, meeting deadlines with minimal supervision.

Responsibilities

• Onboard and support customers deploying IoT devices, ensuring smooth network connectivity from day one.
• Troubleshoot connectivity issues (TCP/IP, DNS, VPN, NAT) and perform packet analysis using tools like Wireshark.
• Train customers on Monogoto's backend and API so they get the most out of the platform.
• Configure network preferences and features via the Monogoto admin portal.
• Run regular account reviews and monitor network health metrics, proactively resolving issues.

Skills

Fluent English

Fluent French

Networking fundamentals

APIs/scripts

Communication skills

Excel

Time management

Education

Associate/technical degree

Job description

Monogoto was founded by a team of experienced telecommunications, cellular, and security experts, backed by well‑known and highly engaged investors and strategic partners. Our team operates globally from Silicon Valley and Tel Aviv.

Monogoto's IoT cellular cloud network gives developers the flexibility and reliability they need to connect devices at scale. Our 5G IoT connectivity service is used today by customers connecting millions of devices across more than 160 countries and 500 networks, spanning point‑of‑sale, manufacturing, healthcare, fleet management, micromobility, retail, and more.

About Monogoto

Monogoto was founded by a team of experienced telecommunications, cellular, and security experts, backed by well‑known and highly engaged investors and strategic partners. Our team operates globally from Silicon Valley and Tel Aviv.

Monogoto's IoT cellular cloud network gives developers the flexibility and reliability they need to connect devices at scale. Our 5G IoT connectivity service is used today by customers connecting millions of devices across more than 160 countries and 500 networks, spanning point‑of‑sale, manufacturing, healthcare, fleet management, micromobility, retail, and more.

What you'll do

• Onboard and support customers deploying IoT devices, ensuring smooth network connectivity from day one.
• Troubleshoot connectivity issues (TCP/IP, DNS, VPN, NAT) and perform packet analysis using tools like Wireshark.
• Train customers on Monogoto's backend and API so they get the most out of the platform.
• Configure network preferences and features (e.g., reverse access for IoT devices) via the Monogoto admin portal.
• Run regular account reviews, monitor network health metrics, and proactively flag and resolve issues before they become problems.
• Partner with internal teams to resolve escalated issues and keep customers satisfied.
• Contribute to technical documentation and build internal tools that help the team support customers better - including short how-to videos for common troubleshooting steps.
• Support French-speaking customers approximately 30% of the time.
• Back up the order management process, ensuring activated SIM cards reach customers promptly and accurately.
• Own select CSM back-office projects as needed.

What you'll need

• Fluent English and fluent French (professional, verbal and written) - required.
• 3-5 years of experience in technical support, helpdesk, telecom, or IoT.
• Working knowledge of networking fundamentals (TCP/IP, DNS, VPN, NAT).
• Experience creating or using APIs/scripts.
• Strong written and verbal communication skills; comfortable explaining technical concepts to non-technical customers.
• Solid Excel skills.
• Ability to manage your own time and work independently, meeting deadlines with minimal supervision.
• Associate/technical degree or equivalent hands‑on experience.

Nice to have

• Experience with Zendesk or other helpdesk software.
• Experience with Kibana.
• Background in IoT or telecommunications.
• Experience creating user guides or tutorial/training videos.
• Understanding of cellular network technology and SIM card functionality.